CX Customer Experience Consultant

We are seeking a dynamic and experienced professional to join our team as a CX Consultant. This role is for one with expertise in customer experience would need to drive strategic initiatives and enhance overall customer satisfaction.

Job Responsibilities:

1. Customer Journey Mapping:
   • Lead the creation of customer journey maps to understand and optimize the end-to-end customer experience.
2. Voice of the Customer (VoC) Programs:
   • Establish and manage Voice of the Customer programs, including surveys, feedback mechanisms, and sentiment analysis.
3. Customer Analytics:
   • Utilize customer data and analytics to derive insights and recommend improvements to enhance the overall customer experience.
4. Contribute to the development and execution of the overall customer experience strategy aligned with business objectives.
5. Training and Education:
   • Provide training and education to internal teams on customer-centric principles and practices.
6. CX Metrics and Reporting:
   • Define and track key performance indicators (KPIs) related to customer experience, and prepare regular reports for management.